IVR intelligent voice navigation silent seat technology
An intelligent voice and seat technology, applied in automatic exchange, telephone communication, electrical components, etc., can solve problems such as limited business scope of robots, inconsistent customer experience, inability to directly answer customer questions, etc., to enhance the ability of IVR to deal with problems, The effect of reducing the manpower and call costs of the enterprise and reducing the number of incoming lines of manual customer service
Inactive Publication Date: 2019-10-01
SHANGHAI EGOO NETWORKS
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Problems solved by technology
[0003] 1. In order to ensure that when the robot encounters difficulties in interaction, the customer service can quickly correct it. Usually, it is necessary to manually monitor the whole process as soon as the customer enters the line, which is a waste of manpower;
[0004] 2. The scope of business accepted by robots is limited, limited to the realization of IVR menu jumps;
[0005] 3. After the intervention of the artificial agent, it cannot directly answer customer questions, but only provides the node jump function
[0006] 4. The voice of the artificial agent is different from the pronunciation of TTS in the IVR navigation, resulting in inconsistent customer experience
Method used
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[0023] The present invention will be further described now in conjunction with accompanying drawing.
[0024] see figure 1 , figure 1 Shown is an embodiment of the present invention, silent agent: a kind of agent in the call center, the main duty of this agent is to help the robot answer the customer's question in the voice call channel or realize the jump of the IVR voice navigation node.
[0025] An Introduction:
[0026] The present invention comprehensively uses the intelligent robot, ASR, and TTS technologies in the industry to realize the assignment of customer requests in the PSTN channel to the robot, and when the robot cannot answer customer questions, it can quickly find a silent agent for it by means of the intelligent routing of the call center. According to the contextual text of the conversation between the customer and the robot, the silent agent can quickly make a text or jump to the IVR node for a reply. If the processing result of the silent agent is to mo...
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The invention relates to an IVR intelligent voice navigation silent seat technology. The IVR intelligent voice navigation silent seat technology comprises the following steps: a client is accessed; aclient speaks an export command; the robot identifies customer requirements; the IVR recognizes a response result of the robot; the IVR requests a silent seat from the telephone traffic platform; thesilent seat replies the customer problem; and the IVR identifies the answer of the silent seat and replies to the client. The silent seat is introduced to serve as a training director of the robot, sothat the one-time solution rate of customer problems is greatly improved, the customer experience is optimized, the manual customer service incoming line quantity is reduced, the enterprise manpowerand telephone traffic cost is reduced, and the service capability is improved.
Description
technical field [0001] The invention relates to an IVR intelligent voice navigation silent seat technology. Background technique [0002] Intelligent robots have developed rapidly in recent years. In the field of call centers, intelligent robots have been widely used in finance, insurance, e-commerce, and other industries. However, in the application scenario, it is more used for text chat requests on corporate websites, APPs, WeChat and other channels to deal with customers' natural language interaction or business problems. In terms of IVR intelligent voice navigation and voice interaction of traditional PSTN telephone channels, the application Rarely, the main reason is the lack of mature and feasible technical solutions. The difficulties in specific applications are manifested in the following aspects: [0003] 1. In order to ensure that when the robot encounters difficulties in interaction, the customer service can quickly correct it. Usually, it is necessary to manua...
Claims
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IPC IPC(8): H04M3/51H04M3/493
CPCH04M3/493H04M3/5166
Inventor 杜军朝李国雄赵伟良孙媛岳欣牛国超谢一鸣王博
Owner SHANGHAI EGOO NETWORKS